The player from Germany has been trying to close the account due to a gambling problem. Unfortunately, all the enquiries were ignored. After a closer examination, we ended up rejecting this complaint as unjustified.
NetBet Casino DE - Player’s attempts to self-exclude himself have been overlooked.
Amount: €1,000
NetBet Casino DE
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Good day,
I have been suffering from pathological gambling addiction for several years, and I am under legal supervision with the reservation of consent for asset management.
I am not legally competent, I am not allowed to do any financial transactions without the consent of my supervisor and despite the presentation of all documents and facts here, Netbet is not prepared to meet the statutory repayment claim, so that to date an illegal enrichment of Netbet Enterprises Ltd. is present.
Furthermore, I have been in the OASIS lock register for a long time and still I was able to register on this website and lose money.
If necessary, I will be happy to send you all the documents to clarify this case.
I hope that those responsible feel obliged to respect the German laws, at least through public pressure, if you are already licensed here through the Darmstadt Regional Council, thank you.
Kind regards
Bastian
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2 years ago
Dear Bastian,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?
I have checked the general terms and conditions on the website, and this is what I found https://www.netbet.de/help/terms-and-conditions/terms-conditions:
„22. RESPONSIBLE GAMING
22.1 NetBet undertakes to provide a secure and responsible platform on which players can take advantage of the offers. NetBet is committed to helping players who show signs of potential gambling addiction or who may be at risk of becoming addicted in order to counteract their problems and to obtain the necessary advice and support.
22.2 The player is provided with extensive means to protect himself, such as the right to choose financial limits, the right to limit the length of the session, the right to lock himself out for a certain period of time or permanently, and a 7-day relaxation period starting on the day NetBet received notification from the player.
22.3 After registration, the player can request to be temporarily or permanently excluded from NetBet's offers at any time.
22.4 If you want to restrict your gambling, you can do this via the release and self-exclusion functions in the help area and via your personal account (>> responsibility).
22.5 You can also make use of these options by contacting our customer service. Upon completion of this process and after your confirmation, we will close your account and return any outstanding balance to you. Any outstanding bets that have already been placed will be void and your stakes will be returned.
22.6 Once the request has been processed and the account has been blocked, no further bets will be accepted and the account will be frozen. The player will not receive any further advertising from NetBet. If a player contacts NetBet to apply for temporary self-exclusion, NetBet will ask the player to determine whether the remaining balance should be returned to their bank account / credit card (depending on the payment method) or to NetBet during the time of the exclusion should stay.
22.7 You can lock yourself out or permanently exclude yourself for a period of at least six months and a maximum of 5 years. If you decide to lock yourself out, you will not be able to access or use your account during the period of self-exclusion. During the period of self-exclusion, all measures will be taken to exclude you from using our offer. Under no circumstances may you try to take advantage of our offers and we cannot be held responsible or liable for any consequences or losses (however caused) resulting from the continued use of our offer, including the creation of further accounts falls by changing some of your information during registration or by entering incorrect"
Is this informationen@netbet.com the email address you have sent your emails to?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Thank you very much, Bastian, for your email. Could you please advise when and how the casino has learned about your condition? Was the account created under your personal details and verified successfully?
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2 years ago
Translation
The casino found out about my pathological gambling addiction on June 11th, 21st through a letter from my legal guardian, who is responsible for all matters relating to asset management.
The account was set up in my name as normal and then successfully verified.
At this point in time, I had long been in the OASIS blocking register that all casinos with a German license commit to querying it.
But even after referring to my non-existent legal capacity, the casino is not ready to abide by the laws, so that de facto there is still an illegal enrichment on the part of Netbet Enterprises Ltd. exists because my supervisor never agreed to the payments (§§ 105 I, 104 No. 2, 1903 BGB).
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2 years ago
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The account was created on February 15th, 2018.
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2 years ago
Could you please confirm the following?.
- casino account created 15/02/2018
- casino has been informed about your pathological gambling addiction 11/06/2021
Have you deposited any funds after this date? From which date do your request a refund?
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2 years ago
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Yes, exactly, the information is correct and money was paid in from May 27th, 21st.
The repayment entitlement therefore relates to all payments that have been made from this date (1000 euros).
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2 years ago
Could you please provide supporting evidence regarding all the payments that have been made after 11/6/2021? Thank you very much in advance.
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2 years ago
Translation
Dear Petronela,
It is logical that all payments due to my pathological gambling addiction, the medical proof of which you already have, of course, were made secretly and without the consent of my legal supervisor.
As a result, she can of course only reclaim the losses with reference to the addiction and the care after they have arisen or after I confessed to her about the relapse, which happened on November 6th, 21st.
The date is legally irrelevant because there is no protection of good faith (Palandt, BGB, 69 ed. 2020, § 1903 BGB marginal 7).
Netbet is therefore independent of the point in time at which the incident was informed, as a betting provider licensed in Germany is obliged to adhere to the local laws and to comply with the repayment claim.
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2 years ago
I understand, however, could you please forward the required information? Please understand that it is essential to have it before we could confront the casino. Thank you very much in advance.
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2 years ago
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What information is it about? I have already emailed all the documents I wanted.
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2 years ago
Could you please provide supporting evidence regarding all the payments that have been made after 11/6/2021? My email address is petronela.k@casino.guru. Thank you very much in advance.
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2 years ago
Translation
A week ago I described to you in great detail that no payments were made after November 6th, 21st.
I'm slowly getting the feeling that I'm not being taken seriously.
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2 years ago
Dear Bastian,
Please understand that you would be entitled to a refund of your deposits that have been placed only after informing casino about your addiction. Since there are none, how would you like to proceed?
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2 years ago
Translation
As mentioned above:
The date is legally irrelevant, as there is no protection in good faith (Palandt, BGB, 69 ed. 2020, § 1903 BGB marginal 7).
The repayment claim still exists.
Any lawyer will be able to confirm that.
As already mentioned, I am under legal supervision and may not conduct any legally binding transactions without the permission of my supervisor (§ 105, BGB).
As requested, I have already sent you the documents confirming this by e-mail.
Once again I declare that without the consent of my supervisor, all payments are invalid and therefore not legally binding (§ 108, BGB).
This means that all deposits are still to be reimbursed.
The casino has been informed about this and still wants to illegally enrich itself from me.
That's what this is about.
I hope you understand now.
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2 years ago
Dear Bastian,
Please understand that from our point of view you are entitled to any refund of deposits that were placed after you have informed casino about your condition. Casino didn't have a chance to know about your problems beforehand.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. If you don’t agree with my decision, I could suggest contacting the Malta Gaming Authority by following the link below:
https://ecogra.org/ata/dispute.php
Please use this complaint as a reference when you write them.
Thank you very much for your understanding.
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2 years ago
Translation
So you say your point of view is above the law in force?
All casinos operating in Germany are obliged to adhere to the local laws and I am not even legally competent! So basically it's like a minor has deposited and you think that's okay? The terms and conditions say something else.
Netbet deliberately does not comply with the license conditions of the Darmstadt Regional Council and you want to sweep that under the carpet and support criminal machinations?
I didn't know they were corrupt and I don't need your help anymore.
Maybe the press can help me.
Thought I was at the right address with you, but in the end I have only invested a lot of time and effort without you having a real interest in helping to resolve the conflict. Pity
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2 years ago
I'm not claiming that we are above the law, quite the opposite. Casino.Guru is an independent online casinos database which acts as a mediator resolving players’ disputes. We have no authority to enforce the legality of rules.
Please understand that if you have won we wouldn't be dealing with any dispute as you would withdraw your winnings from the casino without letting them know about your problem. It is only fair, from our point of view, to judge the whole case from the point when you have informed the casino about your condition.
I could suggest contacting the Malta Gaming Authority by following the link below:
https://ecogra.org/ata/dispute.php
Please use this complaint as a reference when you will write them.
Thank you very much for your understanding. Please let me know how you decided.
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2 years ago
Translation
I would now prefer to hire a lawyer with my interests and accept the lengthy process of a lawsuit because you have unfortunately completely failed in your function as an independent party and show clear ignorance and incompetence in the area of legal regulations.
You are by no means independent because I have already informed you that the casino has been obliged to know about my addiction since I received the German license, as you are linked to the OASIS system and I have been in the directory for a long time (database for blocked players) .
At the time of the payments, my entry in the OASIS - blocking register had long been visible and so that Netbet could obtain the German license, you had to assure the licensor that you are connected to the OASIS system and that the entries are continuously checked.
However, this was never done in order to continue to guarantee maximum profit and to be able to continue to benefit from addicts.
So I was able to gamble away 1000 euros within a few days, even though I am in the OASIS-Sperrregister, which strongly indicates a problem-prone gambling behavior, which in favor of profit on the part of NetBet Enterprises Ltd. was accepted approvingly.
Since you do not withdraw from your point of view yourself after presenting all relevant facts, I will list you as co-responsible in the process because you as an "independent person" support the unscrupulous approach of a casino in such a way and contribute to the exploitation of addicts.
I have already won many lawsuits against casinos, this time CasinoGuru is also in my sights, Ms. Kontos.
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2 years ago
Could you please advise since when you are registered with OASIS Self-exclusion scheme? Did you play casino games or sports betting?
"The new Interstate Treaty on Online Gambling (GlüStV 2021) officially legalized online gambling in Germany following its launch on July 1st, 2021. With many operators anticipating the new laws, the first batch of online casinos already got certified. According to the Bundestag OASIS – a German self-exclusion system for gamblers should have gone live on the same day. However, it was postponed until the 2nd of August 2021."
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2 years ago
Dear Bastian,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
Has been in the OASIS blocking register for over a year and only sports bets have been made.
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2 years ago
Thank you, Bastian, for your reply. From my previous reply, you can see which casinos have been certified so far (their sports betting sections) (here):
Unfortunately, I have to repeat that in this specific case, the casino didn't know about your condition, hence, you are not entitled to any refund.
We’ve rejected this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.
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